Administrative Manager

• Mar 2022 - Present

This position is responsible for overseeing all Administration related duties on a professional level and provides administrative support for the Company, all departments, staff and Clients. This position carries out responsibilities in the following functional areas: coordination of the organisations administration systems and general workflows; supervision of staff in the Administration Department, facilitating communication throughout the company on optimal processes; developing procedures to make the workplace, workflow, and processes most efficient; administrative supportincluding quality control, client report, accounts management, financial analysis and reporting; ensure the daily functions of the company are successful and contribute to accomplishing company goals and objectives.

Administrative Supervisor

• Jun 2021 - Mar 2022

The Administrative Supervisor is responsible for the overall administrative functions of the organization and will oversee the support of the Operations Department and of company Executives also.The Administration department, led by the Administrative Supervisor are key tooffering guidance and training to Operations Teams as they ensure that day-to-day operations of the organization run smoothly.• Manage a team of administration staff to achieve operational objectives.• Provide guidance and support to administration staff to perform their duties effectively.• Supervise the monthly administrative processing and activities.• Ensure that the administration team follows company standards and guidelines for operational efficiency.• Provide support to resolve any problems faced by the administration team.• Provide support in recruitment, evaluation and training of current and new staff members.• Evaluate current operations to identify and implement process improvements.• Oversee daily duties of employees to ensure that quality standards are being met and proper procedures are being followed.• Give guidance to employees in handling errors, problems, complaints and/or disputes.• Performance analyses of employee’s productivity, attendance and punctuality, demeanour and appropriate use of processes, procedures and policy• Perform orientations and/or schedule re-training/ coaching as needed for employeesPerform employee evaluations and make recommendations on personnel actions, such as promotions, disciplinary actions, re-training or other requirements• Prepare and manage reports, manuals, correspondence and other documents using appropriate innovations, software and tools• Review records and reports relevant to productivity and other workplace activities for monitoring employee activities and evaluating performance• Implement company or departmental policies, procedures and quality/service standards

Quality Assurance Specialist

• Oct 2019 - May 2021

• Develops call monitoring formats and helps to identify quality standards.• Performs call/ email/ letter monitoring and provides trend data to management. • Lead and facilitate call calibration sessions for call centre staff.• Provide regular feedback and coaching sessions for collections agents.• Provide appropriate training / re-training set goals and monitor progress.• Provide actionable management data, to improve debt collection / client support• Provide analyst feedback to Collections Supervisor, Team Leads and Directors• Prepare and analyze internal and external quality reports for management review• Recommend system changes based on Quality Assurance findings, to improve quality and efficiency within support towards company objectives• Handling of cash and charge transactions. • Receives payments from customers. • Manage cash float and deposit on a daily basi

Collections Analyst

• Feb 2019 - Sep 2019

• Compiling reports that are client ready.• Managing calendar and tasks for the Managing Director.• Updating company accounts.• Completing call audits• Provide cover and support for debt collection call centre team.• Inform customers of their unpaid accounts, set and manage payment plans.• Liaise with clients to resolve customer disputes.• Refer relevant accounts to management and field team• Providing outsourced assistance to clients• Handling of cash and charge transactions. • Receives payments from customers. • Manage cash float and deposit on a daily basis.

Collections Associate

• Oct 2018 - Jan 2019

• Inform customers of their unpaid accounts, set and manage payment plans.• Liaise with clients to resolve customer disputes.• Refer relevant accounts to management and field team.• Provide cover and support for debt collection call centre team.• Providing outsourced assistance to clients.• Handling of cash and charge transactions. • Receives payments from customers. • Manage cash float and deposit on a daily basis.

Real Time Analyst (Workforce Management)

• Sep 2017 - Oct 2018

Senior Loan Advisor

• Jun 2016 - Aug 2017

Loan Advisor

• Apr 2013 - May 2016

Receptionist

• Apr 2012 - Mar 2013

Sales Floor Associate

• Oct 2010 - Dec 2010